TRANSPARENT GUARANTEE & CLAIM PROTOCOL
At TAN AQUALIFE, every live fish is reared, conditioned, and packed with extreme dedication. Due to the biological nature of live aquatic species, we maintain clear, industry-standard return and guarantee protocols designed to safeguard both aquatic biosecurity and buyer confidence.
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100% Live Arrival Guarantee
Air Cargo Only — DOA coverage applies exclusively to air cargo shipments.
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Train & Bus Transport
No DOA Coverage — Live animals shipped by train/bus are not eligible.
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1-Hour Claim Window
Eligible air cargo claims must be reported on WhatsApp within 60 minutes.
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Fair Resolution
Replacement fish in next dispatch or store credit for affected fish.
1. Live Ornamental Animals — Non-Returnable Policy
Live fish and aquatic animals cannot be physically returned once accepted or delivered. Reverse transit can cause severe stress to the livestock and create biosecurity risks.
Our 100% Live Arrival Guarantee applies only to air cargo shipments. Livestock shipped by train or bus is excluded from this guarantee.
2. 100% Live Arrival Guarantee — Air Cargo Shipments Only
If a fish shipped by air cargo arrives dead, Tan Aqualife will provide a replacement or store credit after verifying the claim.
To qualify, the receiver must complete the following steps:
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Record a continuous unboxing video: Before cutting the parcel tape, begin recording a clear, uninterrupted video showing the sealed exterior of the Styrofoam box and the shipping label.
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Show the sealed fish bag: Open the thermal box on camera and clearly show the affected fish inside its sealed, unopened bag. Do not cut open the bag before recording the evidence.
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Submit within 1 hour: Send the unedited unboxing video and your Order Number to our official WhatsApp support at +91 89990 96673 within 1 hour of the carrier-recorded delivery or collection time.
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Choose your resolution: Once our team verifies the claim, you may choose a replacement specimen in the next shipping cycle or 100% store credit for the affected fish, applied to your Tan Aqualife customer account.
⚠️ Important Exclusions:
The Live Arrival Guarantee does not apply if:
• The livestock was shipped by train or bus.
• The unboxing video begins after the fish bag has been opened or the fish has been placed in an aquarium.
• The claim is submitted after the 1-hour reporting window.
• Delivery was missed or delayed because of incorrect contact details or failure to collect the parcel from the airport cargo counter on time.
• Train and bus shipments are not eligible for DOA replacement or store credit under this guarantee, even if an unboxing video is provided and the loss is reported within 1 hour.
3. Order Cancellations & Modifications
Orders for live ornamental livestock may be cancelled or modified within 12 hours of placement, provided the fish have not yet entered the pre-dispatch fasting and health-conditioning cycle.
Once pre-dispatch preparation has commenced, orders cannot be cancelled.
4. Aquarium Accessories, Filtration & Dry Goods
For non-living items, including aquarium filters, air pumps, LED lighting, water test kits, medications, and fish nutrition:
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7-Day Replacement: If an accessory arrives damaged, defective, or non-functional, notify us within 7 days of delivery, with photos & videos of the product and original packaging.
- A replacement unit or component will be dispatched promptly at no extra charge.
- Opened fish food containers and used water additives are non-returnable.
